Ok this is about my colleague, who is also working in tech support with exactly the same amount of time working in the company and also IT in general like me.

One morning a customer came by and had some issues with his workstation graphics (which later turned out to be a problem with the recent microcode update but that's not essential to the story). The customer said that his graphics card (which is a NVIDIA Quadro with 4 DP) does not work anymore.

So her task was to look what made the graphics card fail. We have two KVM switches to plug in, one with VGA interfaces and one with Display Port interfaces. So because the Display Port interfaces from the graphics card are not working she concluded that she has to use VGA graphics from the mainboard. So she plugged everything in (PS/2, LAN and power), but she failed to plug in the VGA adapter. We (the rest of tech support department) have been in another part of our office until she called us in a quite rude manner to help her.

She complained that those VGA adapters (which were there forever) don't seem to fit and we should give her the prober 9-pin VGA adapter to fit with the VGA adapter on the workstation. We were speechless. We didn't know what she wanted us to do because the VGA adapters were there the whole time. She became more furious because we couldn't help her and began to search our office for a 9-pin VGA adapter.

In the meantime we started to figure out that there is no VGA port present on the workstation so we plugged everything off and plugged the workstation in to the other KVM switch with Display Port interfaces using the remaining Display Port interface located on the mainboard.

We found the problem while the customer was standing by with us, we realized that she was confusing the Serial port (RS-232) with VGA.

End of story was that the workstation was a warranty case because the microcode update could not be reversed, the workstation was replaced a week later.